RCN Customer Feedback

RCN Scotla

nd

RCN Wales

RCN North

ern Ir

eland

RCN Dire

ct

Eastern

East M

idlands

London

Yorksh

ire &

Humber

Northern

North W

est

South East

South W

est

West

Midlands

Central

Communications

England Dire

ctors

Office

Finance

Gen Sec

Governance HR IS

Legal

Libra

ry

Mark

etingM

SS

N&S D0

50

100

150

200

250

2714

1

4254

18

7251

17 15

59 5032

2 00

0 00 1 0

199

0 0 0 1

15

10

76

39

85

71

2

9 5 2 0

11

Feedback by department1st June 2011 - 31st March 2012

Positive feedback Negative feedback

RCN

Sco

tland

RCN

Wal

esRC

N N

orth

ern

Irel

and

RCN

Dir

ect

East

ern

East

Mid

land

sLo

ndon

York

shir

e &

Hum

ber

Nor

ther

nN

orth

Wes

tSo

uth

East

Sout

h W

est

Wes

t Mid

land

sCo

mm

unic

ation

sEn

glan

d D

irec

tors

Offi

ceFi

nanc

e G

en S

ecG

over

nanc

eH

R ISLe

gal

Libr

ary

Mar

ketin

gM

SSN

&S

DO

pera

tiona

l Pla

nnin

g

0

2

4

6

8

10

12

14

16

18

20

Number of Complaints1st June 2011 - 31st March 2012

Number of Complaints

Department/Board Number of Complaints

Number of complaints per 10,000

members

RCN Scotland 8 2.0

RCN Wales 3 1.3

RCN Northern Ireland 5 3.6

Eastern 0 0

East Midlands 3 1.2

London 13 2.5

Yorkshire & Humber 5 1.5

Northern 6 3.3

North West 18 3.6

South East 7 1.3

South West 6 1.7

West Midlands 13 3.4

5% 2%

80%

4%2%7%

1%

Type of Complaint1st June 2011 - 31st March 2012

BillingBreach of Dignity CharterCase Management/ Representa-tionCommunications & MarketingFailure to Fufil Statutory Re-sponsibilites Customer ServiceOrders & Deliveries

Leavers

Overall position this year

Total joiners 19,223

total resignations 6,319

total unpaid 10,723

Total leavers 17,402

Nett gain/loss 2,181

Branch X

WORKPLACE A

EMPLOYER

Branch Y

East Midlands

Yorks & Humber

WORKPLACE B